ual call center consultancy

8/3/2019 UAL Call Center Consultancy

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Building Client Satisfaction

Through Your Call Centre


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About SPONGE.Sponge Global Learning is a consulting company thatassists call centers in their service quality

measurement and management efforts by providing

the following products and services...

Call Centre Training & Development

Service Quality Tracking

CRM Tools

Service Quality Management Training


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Call CentreConsultancy Service Quality

Call Centre Consultancy

Program about?

Comprehensive 6 months Call center

development initiative


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Call CentreConsultancy

Industries

Types

Telecommunications Energy Transportation Retail Banks

Insurance Manufacturing Government

Call Types Inquiries Orders Sales

Complaints Helpdesk Dispatching Credit

Access Types

Telephone Fax Website Email Chat Lines


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Call CentreService Quality

Presentation Overview

Methodology

ApproachGoalsBest

Practices

Balanced

Scorecard

Customer

Metrics

Employee

Metrics


6/19

Program Goals

Call Center Mission Call Center KPIs Training Coaching

Satisfaction ratings for key customer and employee attributes Cost of delivering call centre customer satisfaction Importance ranking for key customer and employee attributes

Benchmarking customer and employee satisfaction and

operational performance

Targeting opportunities for key customer and employee attributesimprovement

Best practices for achieving high customer and employee satisfaction


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Evaluation

Peer

Mentor

Team Leader

Supervisor

Quality Team

OutsidersBest practices for achieving high customer and employee satisfaction


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Measuring

Operations

Methodology


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Call CentreService Quality Metric Alignment

Metric

Alignment

Customer

Survey

Call Centre

Stats

Call

Coaching

Employee

Survey


11/19

Random sample or all the employees working at the

call centre are interviewed

Interviews are conductedat the call centre or by

telephone or email. Specific employee ratings and feedback does not

get shared

The call centre employee satisfaction interview is

approximately 20-30 minutes The call centre employee satisfaction interview is a

one-on-one focus groupapproach consisting key

questions

Employee Methodology


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The call centre customer satisfaction telephonesurveyis approximately 7 8 minutes

Call centre customer satisfaction telephone surveyis a one-on-one focus groupapproach

consisting of key questions Telephone surveys are conducted within 1 to 5

days of a recent call centre transaction (Duration to

be decided by the Client)

Call centre survey sample size is is decided bythe client.

Customer .


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Operations Methodology

Call Centre managers complete a service qualityoperational questionnaire

Questionnaire is based on 4 leverage areas that are

needed to achieve service excellence (i.e. strategy,labour, measurement and technology)

A tool is being used by sponge consultants and UALmanagement to determine the levels

Call centre operational questionnaire captures crucialoperational metrics areas (i.e. service levels, abandon

rates, labour cost, calls handled, training days, etc)


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Call Centre

CSR Handles all Calls

Employees are an Expense

Script Focused

Talk Time

One Call does it all

Technology used for Efficiency

Internally Focused

Limited E-Commerce

Generalist

Cost Centre

- Customer Contact Centre

- CSR Handles Value Added Calls

- Employees are an Investment

- Customer Focused

- Call Quality

- One Contact does it all

- Technology used for Service

- Externally Focused

- Managed E-Commerce

- Specialist

- Profit Centre

Best Practices

Current Practices Best Practices


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Treated the Same

Limited Data Base

Limited/No Career Options

Complaint Handling

Internal Service Goals

Limited or No Standards

Company Driven Policies

Limited Control on Bonuses

Company Needs IVR/Voice Menu

Call Compliance

Mix of Part/Full Time Employees

Limited Recognition

- Customer Segmentation

- Comprehensive Data Base

- Formal Career Planning

-Complaint Handling/Managing

- Internal & External Service Goals

- Customer Service Standards

- Customer Driven Policies

- Aligned to Customer Satisfaction

-Customer Driven IVR/Voice menu

- Employee Development

- Most Employees are Full Time

- Informal/Formal Recognition

Best Practices

Current Practices Best Practices


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CustomersEmployees

Operations Financial

Call CentreAdopted from Balanced Scorecard


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Call CentreBalanced Scorecard

Key Metrics

-Customer Satisfaction

-Customer Contribution

-Ease of Contact

-Voice Menu

-Automated Voice Menu

-Rep. Courtesy

-Rep. Clarity

-Rep. Knowledge

-Rep. Helpfulness

-Call Resolution

-Complaint Resolution

Customers

-Employee Satisfaction

-Employee Commitment

-Training

-Career Opportunities

-Rewards Recognition

-Monitoring & Coaching

-Employee Morale

-Management

-Communication

-Scheduling

-Standards

-Compensation

-Software

-Work Stations

Employees

-Telephone Service Factor

-Speed ofAnswer

-Abandon Rate

-% of Calls resolved in IVR

-Busy Signal

-Talk Time

-Wrap-up Time

-Calls Handled Per CSR

-Call Monitoring

-Adherence

-Scheduling

Operations

-Cost Per Call

-Daily Sales Per CSR

-Cost Per Sale

-CSR Salary

-CSR Bonus

-Span of Control

-Employee Turnover %

-Cost of a new CSR

Financial


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Customers Employees Operations Financial

Telephone Service Factor Cost Per Call

Abandon Rate Value Per Call

Telephone Service Factor Cost Per Call

Transfers Value Per Call

Transfers Cost Per Call

Calls Resolved in IVR Value Per Call

Training Cost Per Call

Coaching Value Per Call

Training Cost Per Call

Coaching Value Per Call

Lagging

CSR Calls Handled

Per Hour

Customer Care

Voice Menu Voice Menu

Leading

Call Resolution 1st Call Resolution

IVR Transaction IVR

Call Monitoring

Balanced Scorecard

Ease of Contact

Call Centre Service Quality Metric Alignment


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Building a Team

Outbound Team RetreatBest practices for achieving high customer and employee satisfaction

ual call center consultancy

Documents